What are entitlements?
Service entitlements are benefits or privileges you provide to customers when you extend service to them.
A milestone is a type of entitlement that identifies service levels your organization has committed to its customers, and is tracked when providing service in the context of a service request.
Here's the ready-to-use milestones you get with the application:
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First Response Metric: Tracks how quickly you agree to respond to a customer after the service request is received.
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Resolution Metric: Tracks how quickly you must resolve the service request for the customer.
In addition, you can also set up administrator-defined milestones that define other service levels you want to track for your customers.
When you create a service request for a customer, milestones are automatically assigned to the service request based on the defined service coverages. You can apply milestones to a service request by defining the coverages as follows:
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Standard Coverages, which act as templates.
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Default Coverages, which associate the standard coverage templates with a customer (customer-level default), or specify a standard coverage template as a global default that's applicable to all service requests.
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Subscription Coverages (or Service Contracts), which you can optionally create to apply coverages only to specific assets or products owned by a customer.
Note: New customers are automatically opted-in to use Subscription Management instead of Service Contracts. For existing customers implementing service entitlements for the first time, Oracle recommends the use of the subscription coverages. Customers already using Service Contracts are still supported, however new features such as product-based service level agreements (SLAs) are only available with Subscriptions. For more information, see How do I enable subscription coverages for entitlements?.When the same milestone exists in coverages at multiple levels, the subscription (or contract) values take priority over customer-level default values, which in turn take priority over global default values.
To apply milestones for specific assets or products, you must set up Subscriptions (or Service Contracts), opt-in to use installed base assets from the common asset model, and allow an installed base asset to be picked on a service request. If you use Subscriptions (or Service Contracts), you specify the standard coverage on a contract line and identify which installed base assets or products are covered. When an installed base asset or product is selected on a service request, contract-based coverages are applied to the milestone determination. When a service request specifies an installed base asset or product that's covered on a subscription (or service contract), that corresponding coverage is automatically considered when applying milestones to the service request.